topic Re: Upgrade Nightmare in Contracts & Billing

Upgrade Nightmare

msmichellemarie — Mon, 20 Feb 2023 21:45:50 GMT

Recently upgrade with EE, agreed a trade in price and discount for being an existing EE customer. Total was £47.20 per month, however they are charging me £49.17 per month, They also charge me £50.00 for my device, which I paid upfront and then charge me the same fee again on my next bill. Several attempts to speak with EE about the issue, told they would update my bills and give me credit, but this never happens. The last EE represent implied that I had not sent in my trade in device and asked for proof, even through I had an email from Likewise confirming the device and specification. Most offended considering I got the original device directly from EE.

Can anyone share the upgrade Nightmare and outcome please?

I would like to end my contract without any penalty and go to a new provider?

Re: Upgrade Nightmare

James_B — Tue, 21 Feb 2023 08:01:56 GMT

Hi @msmichellemarie,

Welcome to the EE Community. 🙂

I'm sorry to hear there was a problem with your upgrade.

When did you speak to Customer Care? Any adjustments wouldn't take affect until the following bill.

James

Re: Upgrade Nightmare

msmichellemarie — Tue, 21 Feb 2023 19:05:52 GMT

Hi James,

Thanks for your reply,

The advice given by the customer service team is incorrect and not inline to what you have just advised.

My online EE account also shows incorrect information about my billing and price plan.

The whole upgrade process from start to finish has been terrible and I regret upgrading with EE.

Re: Upgrade Nightmare

James_B — Wed, 22 Feb 2023 08:06:48 GMT

Hi @msmichellemarie,

Is a member of our Customer Care Team working on resolving this for you?

James

Re: Upgrade Nightmare

msmichellemarie — Thu, 23 Feb 2023 12:32:08 GMT

Hi James,

I have been told at least 3 times from your customer care team this issue will be resolved. Today is my

billing date and again my account has not been updated.

As it seems like this issue is not going to be resolved by EE.

Re: Upgrade Nightmare

James_B — Thu, 23 Feb 2023 12:44:23 GMT

I've sent you a private message @msmichellemarie

Please check your inbox and get back to me when you have a moment.

Thanks

James